Experience

Fujitsu UK

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Secure Engineering Field Resource Controller

  • Aug 2018 - Present

  • Scheduled regional engineers to resolve customers' issues in under 48 hours. • Processed incoming incidents to ensure they contained the details required by the engineers.• Acted as an employee representative during multiple redundancies to ensure that employees were informed about the process and their concerns were conveyed to the management.

• Customer Service Team Lead

  • Mar 2017 - Jul 2018

  My main responsibilities are:1) Processing the team’s daily performance data, and reporting it to all agents on my team and the manager.2) Reviewing performance issues with agents and discussing how best to resolve these issues.3) Investigating rejected tickets to determine why they were rejected and to prevent similar issues from occurring.4) Investigating complaints to determine their validity and what action needed to be taken to resolve them to ensure high customer relations are maintained.5) Training and supervising new members of staff to cultivate their skills.6) Monitoring staff levels to ensure the service desk had enough agents.7) Analysing data from ongoing projects and producing status reports for the management to ensure that there are sufficient staff trained for the new system.